Receptionist

Physicians' Office Receptionist – Full-Time

The Physicians' Office Receptionist serves as the first point of contact for patients and visitors and is responsible for providing professional, courteous, and compassionate customer service. This position supports the efficient operation of the Tremont Office, Medical Arts, and HMC satellite clinic locations through patient scheduling, telephone communication, registration, payment collection, and general administrative support.

The Physicians' Office Receptionist must demonstrate strong organizational and communication skills, maintain patient confidentiality, and effectively manage multiple responsibilities in a fast-paced healthcare environment. The position may require travel between the Tremont Office and HMC satellite offices, including occasional Saturday coverage.

Essential Functions

Front Office and Patient Services

• Greet patients and visitors in a professional, courteous, and welcoming manner.
• Answer incoming telephone calls, assist patients with scheduling needs, and route calls to the appropriate department or staff member.
• Take concise and accurate messages for physicians, nurses, and other clinical staff.
• Obtain, verify, and update patient demographic, insurance, and other required information.
• Collect co-pays, balances, and other payments at the time of service.
• Direct patients with billing questions, payment arrangements, or financial assistance needs to the appropriate department.
• Maintain patient confidentiality and comply with HIPAA and HMC privacy policies.

Scheduling and Coordination

• Schedule appointments according to individual provider schedules and the type of service requested.
• Maintain and update provider schedules in the electronic medical record (EMR) or scheduling system.
• Schedule follow-up appointments as directed by providers.
• Make appointment reminder calls and provide patients with appointment information.
• Coordinate appointments and communication with consulting physicians and outside provider offices as needed.
• Assist with scheduling referrals and other services ordered by providers.

Administrative Support

• Complete laboratory, imaging, and outpatient service requisitions accurately and direct patients to the appropriate department.
• Maintain office supplies and assist with ordering and restocking as needed.
• Complete daily and end-of-day procedures, including required documentation and reconciliation.
• Assist with maintaining accurate patient records and filing documents in accordance with HMC policies and record retention requirements.
• Assist with office organization and maintain a clean, safe, and professional environment.
• Follow all HMC organizational and departmental policies and procedures.
• Participate in required training, meetings, quality improvement activities, and other educational programs.
• Perform other related duties as assigned or requested.

Additional Responsibilities – Satellite Locations

When working at HMC satellite offices, the Physicians' Office Receptionist may also:

• Prepare patient charts and verify that required documentation is available prior to scheduled appointments.
• Verify that prior progress notes, laboratory results, imaging, and other test results are available for the provider.
• Assist clinical staff with patient flow and exam room turnover between patients.
• Obtain and document necessary information from patients requesting medication refills and route requests to the appropriate clinical staff.
• Complete laboratory and imaging requisitions according to established procedures.
• Complete next-day preparation procedures for scheduled patients.
• Maintain patient records, including filing, scanning, and record retention activities.
• Print, file, and process dictated reports and other medical records as required.
• Complete daily accounting, batch control, patient census, and other required HMC forms.
• Pack, unpack, and transport flight bags and other materials between designated locations.
• Assist with general office cleaning and housekeeping duties as needed, using appropriate personal protective equipment (PPE) when required.
• Assist with receiving payments for prescriptions delivered from the HMC Pharmacy and complete pharmacy documentation as necessary.
• Complete end-of-day procedures, including securing the office and activating the telephone answering system.

Qualifications

• High school diploma or equivalent required.
• Previous medical office or healthcare experience preferred.
• Knowledge of medical terminology strongly preferred.
• Knowledge of ICD-10 coding preferred.
• Proficiency with Microsoft Office and electronic medical record (EMR) systems preferred.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to multitask and remain calm and professional in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and handle sensitive patient information appropriately.
• Ability to work effectively with patients, families, physicians, nurses, and other healthcare professionals.
• Ability and willingness to work at Tremont and HMC satellite locations, including Atlanta, Delavan, Mackinaw, Manito, and Hopedale.
• Ability and willingness to work occasional Saturday hours as scheduled.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Physical Requirements

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.

• Constantly (67–100%): Sitting, talking, hearing, near visual acuity, and repetitive hand/wrist motion associated with computer work, telephone use, documentation, and data entry.
• Frequently (34–66%): Standing, walking, reaching, and handling paperwork, office equipment, patient records, and other materials.
• Occasionally (11–33%): Bending, stooping, carrying and lifting up to 25 pounds, entering and exiting vehicles, and transporting office materials between locations.
• Rarely (less than 10%): Pushing and pulling carts, equipment, or other materials associated with office operations.

Additional physical requirements include the ability to work at a computer for extended periods; move between front-office and clinical areas; use hands and fingers for typing, data entry, filing, scanning, telephone use, and operation of office equipment; maintain close visual acuity for computer screens, records, documents, and patient information; communicate effectively with patients and healthcare personnel; and safely enter and exit vehicles when traveling between HMC locations.

Work Environment

Work is performed primarily in physician office and outpatient clinical environments with frequent interaction with patients, families, physicians, nurses, and other healthcare professionals. The position may involve frequent interruptions, changing priorities, and a fast-paced work environment.

The employee may be required to work at the Tremont Office, Medical Arts, and various HMC satellite locations. The employee may be exposed to communicable diseases, bodily fluids, cleaning chemicals, and other conditions common to a healthcare setting. Appropriate infection prevention and safety procedures must be followed at all times.

Background Check and Drug Screen

All HMC employees are required to successfully complete applicable federal and state background checks and a pre-employment drug and alcohol screening.

HMC's drug screening process includes testing for substances prohibited under HMC policy, including cannabis (THC), consistent with applicable law and organizational requirements.

Equal Employment Opportunity

Hopedale Medical Complex is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, disability, genetic information, veteran status, military status, or any other characteristic protected by applicable federal, state, or local law.